Emergency Call Handler in Chichester

About the Role

When you leave training, you will continue to work in a supported environment in our control centre with a mentor available to assist you if needed. Having an open, approachable environment in our offices is really important to us, so our team of managers and shift leaders will continue to be available for support and guidance once you are working independently.

What does a day in the life of our Emergency Call Handler look like?

Key Responsibilities

• Assessing, controlling and arranging a swift and appropriate resolution to emergency situations by calling loved ones or if necessary, the fire, police or ambulance service.
• Accurately recording details of calls received using our systems.
• Swiftly taking action based on the information provided by customers.
• Guiding customers through the process of installing and testing their new alarm system.
• Remotely programming alarm equipment installed in a customer's home.
• Guiding customers through basic troubleshooting checks on alarm equipment and GPS wearable devices to assess faults, where appropriate pass information through to customer services department.
• Monitoring automatic signals from alarms and taking action to resolve power or battery issues.

Job Profile

Are you an enthusiastic, caring and flexible team-player who has what it takes to remain calm and customer focused under pressure? We have an amazing opportunity for Emergency Call Handlers to work as part of our dedicated Resolution team handling alarm calls in a 24/7/365 alarm monitoring centre supporting a diverse and largely vulnerable customer base. Within this role you will play a critical role in our response to both emergency and non‑emergency calls, providing an essential, life‑saving service to our customers.

No two days are the same and we need someone who is flexible and can quickly adapt to changing situations with the ability to multi‑task effectively, who is resilient and comfortable handling emotionally demanding calls to achieve positive outcomes for our customers. It is the responsibility of the Emergency Call Handlers to remain calm, whilst reassuring the customer and gaining all the vital information to manage the situation. You will need to be comfortable navigating systems and used to working to predefined processes. When you receive a call, you are responsible for recording the right information, sometimes under difficult circumstances and offering reassurance to the caller, while assessing the support they need. Not every call you deal with will be a matter of life or death but the way you listen, interpret and deal with the calls will make a vital difference to the customers we serve.

Required Skills & Experience

• Comfortable working in a high volume contact centre environment.
• Confident, professional and caring with a patient manner on the telephone.
• Previous experience of dealing with customers.
• Experience in using various systems to keep records updated and use of Microsoft packages.
• Flexible and adaptable to change; comfortable dealing with new technology.
• The ability to multitask and follow procedures with an inquisitive nature.
• Able to demonstrate a high level of attention to detail.
• Demonstrated previous experience in a care, customer service or call centre environment (Desirable).

About Our Company

Caring for our customers is at the heart of everything we do. We love what we do and are proud of the service we provide to make a difference to our customers' lives by providing them with independence and security. We are part of AXA Health and have huge ambitions to grow and enable people to live more happily and healthily in their own homes. At Taking Care you will feel valued as an employee. We have a unique culture and we want to recruit people who share our values and who can contribute to our continuing growth. We promote a culture that recognises, develops and rewards talent; each individual within our business is important to us and their contribution to the business success.

Our ambition for growth means we have lots of opportunities to join the team – for you to bring your skills and experience and make a positive impact on how we develop our business. We understand that starting a new job can be daunting. At Taking Care we have a family culture that supports our staff and customers. We are determined to keep this despite our growth – it's important to us. Taking Care has solid foundations with over 35 years' experience and a set of values that run through everything we do. As part of AXA Health, Taking Care provides around the clock support to over 110,000 customers through our personal alarm service, giving our customers the confidence to live safely, well and remain in the home they love.

When will you be donning your cape and putting on your mask? Our people help us support our most vulnerable customers, and in return we want to support them. We are continually looking at ways we can improve how we look after our people and recognise the great work that they do.

Compensation & Benefits

• In return, you will receive a starting salary (based on a 37 hr week) of £24,771.50 with an additional location allowance of £2,751.32.
• Generous allowances are payable for weekend and unsociable hours – you will be expected to work within a rota which includes these periods.
• 34 days holiday, inclusive of bank holidays and your birthday off.
• Opportunity to partake in Shareplan.
• Life Insurance and Medical Insurance Lite.
• Wellness Programmes.
• Volunteering day.
• Pensions scheme.
• Long Service Awards, Discount Scheme, On‑site Parking and Casual dress.
• Cycle to Work Scheme.
• Learning and Development Opportunities.
• Hybrid Working – you will have the opportunity to apply to work from home on some shifts once you have completed 6‑months probation.